Refund policy

Return and Refund Policy

You have 14 days to change your mind

As a consumer in the EU you have the right to cancel this purchase within 14 days, without giving any reason.

The 14 days run from the day you — or someone you nominated, other than the carrier — physically receive the goods. Where an order is delivered in several shipments, the period runs from the day the last item arrives.

How to cancel

Tell us clearly, before the 14 days are up, that you wish to cancel. Email hello@polarela.com with your order number.

You may use the standard EU withdrawal form below, but you do not have to. A plain email is enough. Simply refusing the parcel or returning it without a message is not enough — please tell us.

Returning the goods

Send the goods back within 14 days of telling us you are cancelling. You pay the cost of return shipping. We do not collect parcels and we cannot accept parcels sent cash on delivery.

Return to: Stevnshøjvej 4a, 5800 Nyborg, Denmark

Include your order number. Keep the postal receipt until your refund arrives.

Condition of the goods

You may handle and inspect the goods as you would in a shop. You may not use them. If they have been used beyond that, or are damaged because they were handled more than necessary, we may deduct the loss in value from your refund.

Return the goods in their original packaging where you can.

Your refund

We refund within 14 days of receiving your cancellation — but we may hold the refund until we have the goods back, or until you show proof they were sent. We refund to the same payment method you used. There is no fee for this.

When the right does not apply

The right of withdrawal does not apply to goods made to your specification or clearly personalised, to sealed goods unsealed after delivery that cannot be returned for health or hygiene reasons, or to goods that by their nature become inseparably mixed with other items after delivery.

Right to Complain — 2 years under Danish law

Under the Danish Sale of Goods Act (købeloven) you have a 2-year right to complain about a fault in goods you bought from us. This is separate from the 14-day right of withdrawal. If the goods have a fault — in material, manufacture or because they do not match what was described — you can have them repaired, replaced, discounted, or your money back. This does not cover faults caused by ordinary wear, misuse, or accidental damage. Tell us within a reasonable time of discovering the fault (within two months is always considered reasonable). Email hello@polarela.com with your order number, a description, and photographs.

Standard EU Withdrawal Form

To: Maestro Works, Stevnshøjvej 4a, 5800 Nyborg, Denmark, hello@polarela.com
I hereby give notice that I withdraw from my contract of sale of the following goods:
Ordered on / received on:
Order number:
Name:
Address:
Date: